SLA: what we commit to.

These are the operational commitments behind every Debt Digest pilot agreement. They're published here so a credit union procurement team can audit them before signing, and so we can be held to them after.

Availability

API uptime

99.9% monthly. Measured against the public /api/health endpoint, computed as a rolling 30-day window. Excludes scheduled maintenance announced ≥ 72 hours in advance.

Maintenance windows

Scheduled outside US-Eastern business hours (8am–6pm ET, Mon–Fri) where possible. Notice: 72 hours minimum, posted on /status and emailed to the creditor contact-of-record.

Geographic redundancy

Single-region (US-East) as of v1.0. Multi-region failover is on the roadmap; will be revisited when the first creditor exceeds 5,000 placed accounts.

Response time (functional SLOs)

Account placement (bulk upload)

< 5 minutes per 1,000 accounts (FDCPA notice generation, idempotency check, behavioral signal extraction). Larger batches process in linear time.

API median latency (p50)

< 200ms measured server-side. Excludes upstream sub-processor latency.

API tail latency (p95)

< 500ms. Status page surfaces "degraded" if exceeded for 5 minutes consecutively.

Settlement offer response

Auto-acknowledge in < 1 hour. Auto-decision (when matrix floor is met) in < 24 hours. Manual review path: 3 business days.

Cease-comm enforcement

Immediate. Consumer click in portal → system-level block on outbound channels → FDCPA §1692c(c) audit log entry, all in the same request transaction.

Incident notification

• Sev 1 (data breach, prolonged outage, regulatory exposure): notify creditor contact-of-record within 72 hours of detection.
• Sev 2 (degraded service affecting > 10% of placed accounts): notify within 24 hours.
• Sev 3 (cosmetic / single-tenant impact): noted on /status, included in monthly report.
• Post-incident report (root cause, scope, remediation, prevention) within 30 days.

Support

Standard response

Pilot creditors: < 4 business hours for tickets opened via the partner-success email. Production creditors (post-pilot): < 1 business hour for Sev 1, < 4 for Sev 2.

NCUA examiner inquiry

Audit-log export (CSV or PDF) delivered within 24 hours of request, in accordance with our compliance framework.

Consumer-facing support

Cease-comm: immediate (self-service). Dispute filing: confirmation within 24 hours; full validation packet within 30 days (FDCPA §1692g).

Service credits

The pilot agreement is fee-suspended ($0 platform fee) for the 90-day pilot, so service credits aren't economically meaningful during pilot. For post-pilot creditor agreements, the standard service-credit ladder is:

• Monthly uptime < 99.9% but ≥ 99.5%: 10% credit on next month's platform fee.
• Monthly uptime < 99.5% but ≥ 99.0%: 25% credit.
• Monthly uptime < 99.0%: 50% credit + creditor-initiated termination right.

What this SLA does not cover

• Outages caused by upstream sub-processor failures (payment processing, transactional email and SMS, managed database, edge / DDoS protection) not under Debt Digest's control. We pass-through their availability where applicable.
• Outages caused by creditor-side configuration errors (e.g., revoked API key, malformed CSV uploads).
• Force-majeure events (regional internet failure, natural disaster, sustained DDoS attack).